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Entry-level Desktop Tech

Desktop Support Tech I


Rosemead, CA (Greater LA area)



The Desk side Support Technician I is responsible for total support and troubleshooting of the Clients end-user environment and executing device life cycle management activities including fulfillment, provisioning, deployment, support, and asset disposition. Primary job responsibilities will be Tier 1 issue resolution and support of all desktops, laptops, mobile devices, as well as the creation and termination of user accounts. This position interfaces directly with our co-worker, customers and requires excellent customer service skills as well as technical knowledge.


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Responsibilities:




  • Execute deskside support services at the request of TCS clients.


  • Refreshes from Windows 7 to Windows 10; installation of new equipment from old; IMAC


  • Support and maintain all equipment related to End User Computing during Break/Fix, IMAC (Install, Move, Add and Changes) and Desk Side Service type events.


  • Conduct technical support in accordance with documented standard procedures.


  • Provides resolution for escalated service tickets and properly track all activity via the applicable ITSM tool.


  • Maintain close contact and open communication with clients and management until an issue has been resolved.


  • Provide manager with regular updates on problems encountered and identify possible longer-term solutions or improvements to reduce future problems.


  • Works with Field Managers and Lead Technicians in the event of needed escalation to troubleshoot and solve technical problems.


  • Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes.


  • Ability to provide support outside of core business hours when there is an outage or scheduled upgrade to take place at the assigned site.



Experience:




  • 2 year or 4 year Degree or vocational training equivalent in CS or MIS.


  • 3-7 years of experience installing, troubleshooting, and supporting corporate AV equipment.



Responsibilities:




  • Execute deskside support services at the request of TCS clients.


  • Refreshes from Windows 7 to Windows 10; installation of new equipment from old; IMAC


  • Support and maintain all equipment related to End User Computing during Break/Fix, IMAC (Install, Move, Add and Changes) and Desk Side Service type events.


  • Conduct technical support in accordance with documented standard procedures.


  • Provides resolution for escalated service tickets and properly track all activity via the applicable ITSM tool.


  • Maintain close contact and open communication with clients and management until an issue has been resolved.


  • Provide manager with regular updates on problems encountered and identify possible longer-term solutions or improvements to reduce future problems.


  • Works with Field Managers and Lead Technicians in the event of needed escalation to troubleshoot and solve technical problems.


  • Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes.


  • Ability to provide support outside of core business hours when there is an outage or scheduled upgrade to take place at the assigned site.





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